End User Computing Specialist (IT Support)

Description:

End User Computing Specialist will be responsible for rolling out IT projects, product and feature end user training, technical support and interfacing with executive level staff. This position will require a candidate that will be the technical expert on all areas of end user project rollouts to increase user adoption.

• Project Rollouts and Technical Support: The specialist will be responsible for rolling out IT projects, providing technical support, and interfacing with executive-level staff.
• Execution and Delivery: They will handle the execution and delivery phase of IT infrastructure projects that require technical change management with end users.
• Customer Service: The specialist will be the primary point of contact for executive-level staff, delivering outstanding customer service.
• Technical Skills: They need strong analytical and technical skills to resolve issues related to workstations, virtual machines, laptops, and mobile devices.
• Testing and Validation: Final Testing and Validation of features and functionality prior to user deployments. Collaborate and provide feedback on user impact, user experience, process, and communications.
• Team Collaboration: The role requires the ability to work independently and collaboratively with a local or remote team.
• Remote Support: The specialist must be able to provide remote support for a hybrid environment.
• Documentation and Feedback: They will document issues, problems, and solutions for both IT team members and end users to support continuous improvement.
• Issue Resolution: The role involves working closely with business users and various IT teams to escalate and resolve issues.
• On-Call Support: The specialist must be available for on-call support as needed.

Qualifications:

• Experience: 5-7 years of relevant technical and functional experience in a hybrid Windows-based environment, supporting Windows workstations and iOS devices, and providing technical support in the financial industry (a plus).
• Education: A bachelor's degree in a relevant field is required, but years of experience and/or certifications may be considered in lieu of a degree.
• Interpersonal Skills: Ability to interface and maintain confidentiality with all levels of the executive management team. Demonstrating high emotional intelligence and exceptional interpersonal skills to adeptly manage interactions with VIPs and executives, ensuring their needs are met with professionalism and empathy.
• Technical Skills: Strong diagnostic and troubleshooting skills, understanding of contact management systems and cloud storage solutions, experience in planning and executing user-facing technology projects, ensuring data integrity and minimal downtime during user-impacting changes, and strong documentation and communication skills.
• M365 Services: Heavy experience with M365 Services like OneDrive, SharePoint, Teams, and Office applications.
• Video Conferencing: Working knowledge of room system and web video conferencing technologies.

Technical Requirements:

• Desktop Security: Strong familiarity with desktop security products.
• Virtual Desktops: Detailed knowledge of virtual desktops and applications.
• Hardware: Deep functional understanding of Lenovo Desktops & Laptops, MSFT Surface, iPhones, and iPads.
• Configuration Management: Familiarity with Microsoft Configuration Manager and Microsoft Endpoint Management.
• MDM Systems: Experience with MDM systems such as Microsoft Intune.
• MFA Solutions: Experience with MFA solutions (e.g., RSA, MS Authenticator, Duo, etc.).
• IT Infrastructure: Functional knowledge of one or more IT infrastructure fundamentals (e.g., basic networking skills, server, identity, and access).